DeFacto Refused to Replace My Jacket Despite Its Manufacturing Defect
Last December, I purchased a jacket from DeFacto through Trendyol. I hadn’t washed or worn it much, and only started wearing it this year. However, the stitches on the shoulders have started to come apart, and the fabric has begun to tear. The jacket is made from a special material and is still under warranty. I explained the situation via WhatsApp, sent photos, and provided the receipt. A day later, I received a call from customer service, who claimed the issue was not their fault. If it were a tear caused by me, I would accept responsibility, but this is clearly a stitching issue and a manufacturing defect. Although I bought it through Trendyol, the jacket is a DeFacto product, and I expect them to stand by their product. They refused to take responsibility, even though the jacket hasn’t been washed. If they had inspected it, they would have seen the problem. This is how little they care about their customers. When I had a similar issue with a Zara jacket, they resolved it without hesitation. I even asked LC Waikiki about such a situation, and they said they would immediately replace the product. Is this how DeFacto plans to retain customers? I frequently shopped here for myself and my children, and I still have vouchers to use, but I will no longer shop with them. I cannot endorse products that I constantly have to defend. DeFacto, you failed to take responsibility for a manufacturing defect with your stitching. I hope others consider this before shopping, and I hope you contact me to correct this mistake and accept the issue with your jacket!
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